This process innovation arose from Recommendation 11 in last year’s Independent Review of the TIO. The recommendation called for the TIO to follow up with consumers after their complaint had been referred to their telco. To deliver the proposed outcome, the TIO began an exploration into the use of automation and “bots”.
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The Australian Competition and Consumer Commission and the Telecommunications Industry Ombudsman are continuing joint efforts to tackle scams relating to mobile phones, SMS and email.
The Telecommunications Industry Ombudsman has received complaints from consumers who had their mobile phone numbers transferred without their knowledge and then had large amounts of money transferred from their bank accounts.
Who we are
The Telecommunications Industry Ombudsman is a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved problem with their phone or internet service.
The TIO is recognised by the Office of the Australian Information Commissioner as an external dispute resolution scheme that handles privacy-related complaints under the Privacy Act 1998.
There has been a disappointing 9 per cent increase in new complaints to the Telecommunications Industry Ombudsman (TIO), as reported in the latest issue of TIO Talks, released today. The rise in complaints had mostly been driven by a 20% increase in mobile phone service issues.
The Ombudsman’s office received 87,264 new complaints between 1 July and December 31 2010, up 6,957 on the first half of 2010. Ombudsman Simon Cohen said: “The increase, entirely reversing the positive trend seen in the first half of 2010, is extremely disappointing.”
Complaints we receive involving faulty services or equipment include claims that:
During this time you can make a complaint online about your phone or internet services. If you have a complaint with us already, and your complaint hasn’t been fixed with your telco, you can update your complaint online.
If you are a person or small business at risk, our vulnerable help phone line is still open. Read more.
“I am passionate about driving systemic change. This is one of the key reasons why I was drawn to the TIO – for the opportunity to work with a team of clever and engaged people who come to work each day to both resolve individual complaints and help improve the customer experience of the telco industry as a whole.”
Growing up in regional NSW, Cynthia understands the digital divide that’s facing Australia’s regional and remote communities.
The Telecommunications Industry Ombudsman welcomes the ACCC’s Digital Inquiry report and the recommendation that the TIO take on the role of the digital platforms ombudsman.
Guidance Documents cover common issues people face with their phone and internet services.
Our Guidance Documents can help you understand your rights when you’re experiencing challenges, and what you can expect from your provider and the TIO.
For each common issue, Guidance Documents tell you: